Version vSep2026. Last updated 4 September 2026.

1. General

1.1 – All orders are accepted subject to the following conditions, which form part of and govern the contract of sale. Any variation of those conditions in any document of the buyer is inapplicable unless accepted in writing by Fleming Verandas.

1.2 – In these conditions “Fleming Verandas” means Fleming Verandas UK Ltd of the Creative Industry Centre, Mammoth Drive, Wolverhampton Science Park, WV10 9TG, company number 12691620, telephone 01902 212 331, email [email protected].

1.3 – These terms and conditions apply in preference to and supersede any terms and conditions referred to or offered by the buyer at any stage in the dealings between the parties with reference to the goods to which this contract relates. Fleming Verandas will not be bound by any standard or printed terms furnished by the buyer in any of its documents, unless the buyer specifically states in writing, separately from such terms, that it intends those terms to apply and Fleming Verandas acknowledges that notification in writing.

1.4 – No variation may be made to the contract of sale except by agreement in writing between the parties.

1.5 – Where the buyer is a consumer, nothing in these terms and conditions affects the buyer’s statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where any term in this document conflicts with those rights, the buyer’s statutory rights prevail.

2. Quotations

2.1 – The placing of an order following a quotation shall not be binding on Fleming Verandas until it is accepted by both Fleming Verandas and the buyer. An order accepted by Fleming Verandas may only be cancelled or amended in accordance with Clause 20.

2.2 – Additions or alterations to orders, however they are made, shall not be binding on Fleming Verandas until confirmed by Fleming Verandas in writing to: Fleming Verandas, Creative Industries Centre, Wolverhampton Science Park, WV10 9TG, telephone 01902 212 331, email [email protected].

2.3 – Where additional materials or works are found to be necessary during installation, Fleming Verandas will explain the additional work and its cost to the buyer and obtain the buyer’s agreement in writing before that work is carried out. The buyer will not be charged for additional work they have not agreed to.

3. Prices

3.1 – All prices are quoted in pounds sterling and represent the total amount payable by the buyer, inclusive of all taxes and duties applicable at the date of the quotation.

3.2 – Quotations are valid for 30 days from the date of issue. Prices are subject to change until an order has been accepted by both Fleming Verandas and the buyer.

3.3 – Once an order has been accepted, the price will not be increased, except where Clause 2.3 applies or where the buyer requests a variation to the order.

4. Supply-Only Delivery

4.1 – Supply-only orders are goods manufactured to the buyer’s measurements and delivered kerbside, without installation by Fleming Verandas. For such orders:

• The buyer shall take delivery within the period stated for delivery, unless that period is extended by agreement in writing;
• If no period is stated for delivery, the buyer shall take delivery of the goods as soon as they are ready;
• If the buyer does not take delivery within the nominated period, Fleming Verandas may charge the buyer its reasonable storage and insurance costs, evidenced in writing. An invoice for the full amount of the goods will be issued on the last date on which delivery is due and shall be payable.
• If delivery has not been arranged or the goods have not been collected within six (6) months of the original agreed date or notification of readiness (whichever is sooner), Fleming Verandas will write to the buyer at the address held for them giving no less than 28 days’ notice of its intention to dispose of the goods. If the buyer does not arrange delivery or collection within that notice period, Fleming Verandas may dispose of or repurpose the goods. Where Fleming Verandas realises any value from that disposal, it will account to the buyer for that value less its reasonable costs of storage, insurance and disposal.

4.2 – In any other case:

• Any time stated in respect of delivery is given in good faith but is an estimate only;
• Where the buyer is a consumer and Fleming Verandas has not delivered within 30 days of the agreed date, or within such other period as the parties have agreed, the buyer may specify a further reasonable period for delivery and, if Fleming Verandas fails to deliver within it, may treat the contract as at an end and receive a refund, in accordance with section 28 of the Consumer Rights Act 2015.

4.3 – Fleming Verandas will deliver the goods as near as possible to the delivery address, as far as hard road permits. For supply-only orders the buyer shall provide, at their own expense, the labour for unloading and stacking. Damage caused to the goods by inadequate site access or careless unloading by the buyer shall be at the buyer’s expense.

4.4 – Subject to Clause 17, Fleming Verandas shall not be liable for loss or damage arising out of any delay in the delivery of goods under the contract where that delay is beyond its reasonable control.

5. Returns

5.1 – Because all goods supplied by Fleming Verandas are manufactured to the buyer’s specification, they cannot be returned once manufacture has commenced, other than under Clause 11 (Quality) or Clause 21 (Warranty), or where the buyer has a statutory right to reject the goods.

5.2 – Products damaged by the buyer may not be returned.

5.3 – The buyer’s right to cancel an order, and the treatment of any deposit paid, is dealt with in Clause 20.

6. Consumer Sales Delivery

6.1 – Unless otherwise stated in the contract:

• Goods will be consigned by the method of transport chosen by Fleming Verandas to the address specified by the buyer (“the delivery address”);
• Products may be delivered to the installation address before the agreed installation date, which may change due to unforeseen circumstances.

6.2 – Where the buyer is a consumer, goods remain at the risk of Fleming Verandas until they come into the physical possession of the buyer, or of a person identified by the buyer to take possession of them. Fleming Verandas will not leave goods unattended at the delivery address unless the buyer has asked it to do so, or has identified another person aged 18 or over to accept, check and sign for the delivery.

6.3 – Once goods have come into the buyer’s possession, the buyer is responsible for storing them safely and securely in their original packaging. Damage sustained by the goods while in the buyer’s care is not covered by the warranty.

6.4 – Fleming Verandas may make partial deliveries of the goods unless otherwise agreed in writing.

6.5 – Where a partial delivery is faulty or late, the buyer’s remedies in respect of that instalment are not affected, but the buyer will not be entitled to treat the contract as a whole as repudiated unless the failure is sufficiently serious to justify doing so.

7. Transfer of Risk

7.1 – Risk in the goods passes to the buyer in accordance with Clause 6.2. Where the buyer is not a consumer, risk passes on delivery to the delivery address.

8. Acceptance of Goods

8.1 – Where the buyer is a consumer, nothing in this clause affects the buyer’s short-term right to reject goods within 30 days under section 22 of the Consumer Rights Act 2015, or the buyer’s other rights under that Act.

8.2 – The buyer should inspect the goods on delivery and notify Fleming Verandas of any damage or shortage as soon as reasonably possible. Fleming Verandas asks that:

• In the case of damage or shortage, short details are endorsed on the carrier’s delivery note or receipt, and written notice giving full particulars is sent to Fleming Verandas within a reasonable time of receipt of the goods;
• In the case of goods lost in transit, written notice of non-delivery is sent to Fleming Verandas within a reasonable time of the date of the delivery note or invoice.

8.3 – Fleming Verandas and/or its suppliers shall replace or make good any goods delivered damaged or lost in transit, or at the buyer’s option issue a refund or credit note. Subject to Clause 17, Fleming Verandas shall not be liable for losses that were not reasonably foreseeable.

9. Specification

9.1 – Unless otherwise specifically stated in the contract, specifications and particulars of weights and dimensions stated in sales literature are approximations only. The dimensions confirmed in the buyer’s order confirmation, and in the approved CAD drawing where one has been produced, are the contractual specification.

9.2 – The specification of goods manufactured and supplied by Fleming Verandas is subject to normal trade tolerances.

9.3 – Fleming Verandas may change the specification of goods quoted in its sales literature at any time. Any such change will not affect an order already accepted without the buyer’s agreement.

9.4 – Sales literature is provided for general guidance. The contractual specification is that set out in the buyer’s quotation and order confirmation, together with the approved CAD drawing where one has been produced.

9.5 – In the event of a shortage of a particular component, Fleming Verandas may source alternative materials of an equivalent or better standard from an alternative supplier. Where the substitution would be apparent to the buyer or would affect the appearance or performance of the product, Fleming Verandas will notify the buyer before proceeding.

9.6 – Verandas, glass rooms and garden rooms are external structures. While Fleming Verandas takes every reasonable step to weather-seal each installation, these products are not designed or sold as fully watertight enclosures, and water ingress may occur under severe adverse weather or where a property is subject to atypical circumstances. If leaks are raised to Fleming Verandas within the initial 12-month post snagging period from installation, the company will make every reasonable effort to remediate any such problem.

9.7 – Remote awnings are not designed to endure adverse weather conditions and should be retracted and used in accordance with the manufacturer’s guidance.

9.8 – Subject to Clause 17, Fleming Verandas is not liable for damage, injury or loss arising from use of its products otherwise than in accordance with the instructions and guidance provided.

10. Design

10.1 – It is the buyer’s responsibility to ensure that all necessary approvals and permissions have been obtained before manufacture commences (see Clause 22).

10.2 – It is the buyer’s responsibility to ensure that the information they provide about their property is accurate. Where Fleming Verandas has carried out a measured survey, the measurements taken by Fleming Verandas are its responsibility.

10.3 – CAD drawings are produced for certain products and where the buyer requests one. They are not produced for every order. Where a CAD drawing is produced, it must be approved by the buyer before manufacture commences. The CAD drawing sets out the final drawings, specifications and details of the product and forms the contractual specification. Approval must be given in writing or digitally; verbal approval alone is not sufficient. Requirements not shown on the approved CAD drawing and raised afterwards do not form part of the contract and will be quoted separately.

10.4 – Any visualisations, renders or digital impressions provided are illustrative only. They are created using photographs and artist input to give an approximate representation of the final installation. They are not to scale and may not reflect the final position, proportions or finishes exactly. The contractual specification is the order confirmation and, where one has been produced, the approved CAD drawing — not the visualisation.

10.5 – It is the buyer’s responsibility to ensure that the installation area is structurally suitable for the product, and that any weight-bearing or load testing required has been carried out before works commence. Where Fleming Verandas identifies a concern during survey, it will raise it with the buyer.

10.6 – General care and common sense should be applied when using, cleaning or moving within your installation. Avoid excessive force and do not use cleaning chemicals other than those recommended in your aftercare guide.

10.7 – Fleming Verandas recommends against using any open fire, gas or propane heating source under a veranda or within a glass room. Other heating sources, including infrared heaters, electric heaters and barbecues, should be positioned a minimum of 350mm from any glass or polycarbonate sheet. Failure to observe this may create tension points and result in cracking, fracturing or shattering of the material.

10.8 – At the buyer’s request, Fleming Verandas may undertake modifications to facilitate the installation of a log burner or wood burner inside a veranda or garden room. It is the buyer’s responsibility to ensure the structure is properly ventilated and that safe clearances are maintained. Subject to Clause 17, Fleming Verandas is not liable for cracking, fracturing, tension points or other defects resulting from proximity to a heat source or from improper ventilation.

11. Quality

11.1 – Fleming Verandas warrants that, on delivery, the goods shall:

• conform in all material respects with the specification set out in the buyer’s order confirmation and, where one has been produced, the approved CAD drawing; and
• be free from material defects in design, material and workmanship.

11.2 – Fleming Verandas warrants its products in accordance with the warranties set out in Clause 21 and on its website. Warranties cover the frame, fittings, glass and fabric, excluding damage caused by external forces.

11.3 – Fleming Verandas is not liable for defects caused by:

• the buyer’s failure to follow written instructions as to storage, commissioning, installation, use or maintenance of the goods; or
• fair wear and tear, wilful damage, negligence by the buyer, or abnormal storage or working conditions.

11.4 – These warranties are in addition to, and do not affect, the buyer’s statutory rights. Where the buyer is a consumer, goods must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015, and services must be carried out with reasonable care and skill. Those rights cannot be excluded or limited and are not time-limited to the warranty periods set out in Clause 21.

12. Payment

12.1 – The following payment terms apply:

• A deposit of between 25% and 50% of the total order value is payable on the date of the order to secure the booking. All projects are manufactured to the buyer’s specification for use at their property and have no resale value to Fleming Verandas.
• The deposit is fully refundable if the buyer cancels within the 48-hour period described in Clause 20.5. After that period has expired, or once the order has been placed with the manufacturer at the buyer’s request, the deposit is not refundable and Clause 20.7 applies.
• Supply-only products require full payment at the time of ordering, subject to the same 48-hour cancellation window.

12.2 – For credit accounts, unless otherwise agreed, payment must be made to the address stated on the invoice not later than the last day of the month following the date of that invoice.

12.3 – Where partial delivery is made, Fleming Verandas may invoice for and require payment of each instalment separately.

12.4 – If payment is not made on the due date, Fleming Verandas may:

• charge interest on the outstanding amount at 3% per annum above the Bank of England base rate;
• require payment in advance of delivery of undelivered goods;
• suspend further performance until payment is received; and/or
• terminate the contract, where the failure to pay is a serious breach.

12.5 – Where the buyer is a consumer, nothing in these terms prevents the buyer from exercising any right of set-off or counterclaim to which they are entitled by law.

12.6 – Final payment of any balance due is payable within 5 working days of installation, completion or delivery.

12.7 – Where an installation is found to be unsafe, unworkable or otherwise not deliverable after an order has been accepted, Fleming Verandas will notify the buyer promptly. The parties will then agree either a variation to the order or its cancellation. Where the order is cancelled in these circumstances, the buyer is liable only for goods already manufactured to their specification and for work already carried out, and any balance of the deposit will be refunded within 14 days.

13. Ownership of Goods

13.1 – The goods remain the property of Fleming Verandas until payment in full has been received.

13.2 – Where the buyer is not a consumer and sells the goods in the ordinary course of business before payment in full, the proceeds of sale shall be held on trust for Fleming Verandas until all sums due have been paid.

13.3 – Should the buyer default on any payment when due, Fleming Verandas may take reasonable steps to recover any materials to which it retains title. Fleming Verandas will not enter the buyer’s property to recover goods without the buyer’s consent or a court order.

13.4 – Any goods so recovered shall be sold and the proceeds set off against the amounts due. Any balance remaining shall be paid to the buyer. If the proceeds are insufficient, the buyer remains liable for the shortfall together with any interest accrued.

14. Intellectual Property

14.1 – Where goods are manufactured to a design or specification supplied by the buyer, the buyer shall indemnify Fleming Verandas against damages, penalties, costs and expenses arising from any infringement of a patent or registered design caused by that design or specification.

15. Aftercare

15.1 – Fleming Verandas provides a general aftercare guide following installation, setting out care and maintenance recommendations from its suppliers. Following this guidance helps preserve your installation and your warranty cover. If you have any concerns or queries about caring for your installation, please contact us.

16. Notices

16.1 – Notices to Fleming Verandas may be given by email to [email protected] or by post to Fleming Verandas UK Ltd, Creative Industries Centre, Wolverhampton Science Park, WV10 9TG. Notices to the buyer will be sent to the address or email address the buyer has provided. A notice sent by first class post is deemed delivered on the second business day after posting; a notice sent by email is deemed delivered on the day it is sent.

16.2 – Notices of cancellation must follow the procedure set out in Clause 20.

16.3 – Fleming Verandas accepts notices by email, post or telephone. Where a notice affects your contract, we ask that you confirm it in writing so that both parties have a record.

17. Limitation of Liability

17.1 – Nothing in these terms and conditions limits or excludes Fleming Verandas’ liability for:

• death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors;
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 17 of the Consumer Rights Act 2015 (right to supply goods) or section 12 of the Sale of Goods Act 1979 where the buyer is not a consumer;
• defective products under the Consumer Protection Act 1987;
• any other liability which cannot be excluded or limited by law, including liability under sections 9 to 11 and 49 of the Consumer Rights Act 2015.

17.2 – Subject to Clause 17.1, Fleming Verandas shall not be liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss that was not reasonably foreseeable at the time the contract was made.

18. Force Majeure

18.1 – Neither party shall be liable for any failure or delay in performance caused by an event beyond its reasonable control, including restrictions imposed by government or other competent authorities, strikes, lockouts, or failures by suppliers to supply raw materials. Where such an event causes a delay of more than 8 weeks, either party may cancel the contract, and Fleming Verandas will refund any sums paid for goods or services not provided.

18.2 – Any waiver by Fleming Verandas of its rights in respect of a breach by the buyer shall not affect its rights in the event of a subsequent breach.

19. Law

19.1 – These conditions and the contract are governed by the law of England and Wales.

19.2 – Where the buyer is a consumer resident in Scotland or Northern Ireland, the buyer may bring proceedings in the courts of that jurisdiction. Where the buyer is a consumer resident in England or Wales, proceedings may be brought in the courts of England and Wales. Nothing in this clause restricts the buyer’s right to bring proceedings in their local court.

20. Cancellation and Your Right to Change Your Mind

20.1 – In this clause:

• an off-premises contract means a contract concluded at the buyer’s home or at any place that is not Fleming Verandas’ showroom;
• a distance contract means a contract concluded by telephone, email, video appointment or online without the parties meeting in person;
• an on-premises contract means a contract concluded at Fleming Verandas’ showroom.

20.2 – The statutory position. Where a contract is an off-premises or distance contract, a consumer normally has a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days. That right does not apply to the supply of goods made to the consumer’s specifications or clearly personalised. Where a contract is concluded at Fleming Verandas’ showroom, no statutory cancellation right arises.

20.3 – All goods supplied by Fleming Verandas are made to the buyer’s specification. Fleming Verandas does not hold finished goods in stock and does not supply any product from stock. Every order is manufactured to order following a measured survey of the buyer’s property. In each case:

• the dimensions of the structure are determined by the measurements taken at the buyer’s property during survey;
• the configuration, roofing, glazing, guttering, post style, frame colour and fabric are selected by the buyer and applied to the goods during manufacture;
• the order is placed with Fleming Verandas’ manufacturer specifically for that buyer and that property, and is not drawn from existing stock;
• components are cut, drilled and adapted on site to suit the buyer’s property, including cutting door tracks to the measured opening, and cutting, forming and sinking base plates to receive the posts;
• where integrated LED lighting is supplied, fixing points are pre-drilled and wiring is installed within the roof structure during manufacture; and
• supply-only orders, delivered kerbside, are manufactured to the buyer’s measurements in exactly the same way as installed orders.

For these reasons the goods supplied cannot be used on another project, cannot be returned to the manufacturer, and have no resale value to Fleming Verandas. The statutory 14-day right to cancel accordingly does not apply to them.

20.4 – Confirmation at the point of order. Fleming Verandas will state on the buyer’s quotation and order confirmation that the goods are made to the buyer’s specification and that the statutory 14-day cancellation right does not apply, together with details of the goodwill period in Clause 20.5. A copy of these terms and conditions is sent to the buyer by email with their quotation, and again with their invoice. They are also available at any time on the Fleming Verandas website. Fleming Verandas will retain, for every order, the survey record showing the measurements taken at the buyer’s property, together with the approved CAD drawing where one has been produced. These form the record of the specification agreed.

20.5 – Our 48-hour goodwill cancellation window. Although Fleming Verandas is under no obligation to offer any cancellation period, it chooses to do so.

• The buyer may cancel their order for any reason, without giving a reason, within 48 hours of Fleming Verandas accepting it.
• Where the buyer cancels within this period, Fleming Verandas will refund the deposit in full, without any deduction, within 14 days of receiving the cancellation.
• Fleming Verandas will not place the order with its manufacturer, and manufacture will not commence, until this 48-hour period has expired. This delay is deliberate. It exists so that a buyer who changes their mind shortly after ordering can do so at no cost to themselves, and it is the reason Fleming Verandas is able to offer a full refund during this window.
• This is a goodwill arrangement offered by Fleming Verandas as a matter of contract. It is not a statutory right and does not indicate that one exists.

20.6 – Starting sooner at the buyer’s request. If the buyer asks Fleming Verandas in writing to place the order with its manufacturer before the 48-hour period expires, in order to shorten their lead time, Fleming Verandas will do so. The buyer should note that this brings forward the point at which Clause 20.7 applies: once the order has been placed, the deposit is no longer refundable, even if the 48 hours has not yet expired.

20.7 – After the 48-hour window. Once the period in Clause 20.5 has expired, or once the order has been placed with the manufacturer at the buyer’s request under Clause 20.6, the order may only be cancelled with Fleming Verandas’ agreement.

• Fleming Verandas will confirm in writing whether it accepts the buyer’s notice of cancellation. Cancellation takes effect only on that confirmation.
• Where Fleming Verandas accepts a cancellation at this stage, the deposit is not refundable. At the point the order is placed, Fleming Verandas commits payment to its manufacturer for goods cut to the buyer’s measurements which cannot be returned, used on another project or resold. The deposit represents a genuine pre-estimate of the loss Fleming Verandas suffers on cancellation at this stage, and in every case is less than the sums Fleming Verandas has by then committed.
• Where the loss suffered by Fleming Verandas exceeds the deposit paid, Fleming Verandas reserves the right to recover the excess from the buyer. Fleming Verandas is not obliged to exercise this right and may choose not to do so.
• Fleming Verandas will not recover more than its actual loss.

20.8 – Installation. Where the contract includes installation, installation is a service provided in addition to the supply of goods. Where the buyer has a statutory right to cancel the service element of an off-premises or distance contract and has asked Fleming Verandas to begin installation within the 14-day period, the buyer will be liable to pay a proportionate amount for the work carried out before cancellation. Cancelling the installation service does not cancel the buyer’s obligations in respect of goods manufactured to their specification.

20.9 – How to cancel. The buyer must tell Fleming Verandas in writing before the applicable period expires — by email to [email protected], by post to Fleming Verandas UK Ltd, Creative Industries Centre, Wolverhampton Science Park, WV10 9TG. A clear written statement is sufficient; the buyer does not need to give a reason. Cancellation takes effect on the date the notice is sent.

20.10 – Refunds. Refunds due under this clause will be made within 14 days, using the same means of payment the buyer used, unless the buyer agrees otherwise. No fee will be charged for making a refund.

20.11 – Faulty goods. Nothing in this clause affects the buyer’s rights where goods are faulty, not as described or not fit for purpose, or where a service has not been carried out with reasonable care and skill. Those rights are set out in the Consumer Rights Act 2015 and cannot be excluded. Please note that any sealant breaks, or any form of intentional or accidental damage post installation are not to be deemed as faulty goods.

21. Warranty

21.1 – Warranties on new installations are product-specific and supplier-backed, with details provided in the Welcome Pack or on request. Cover applies to the frame, structure and internal mechanical components. Groundworks carried out by others, wall fixings and mounting points into pre-existing structures, and defects not caused by manufacturing or installation faults, are excluded.

21.2 – No warranty applies to repair work on products not originally supplied and installed by Fleming Verandas.

21.3 – Damage caused by adverse weather (including rain, wind, lightning, snow, heat or cold), misuse, deliberate damage, external forces or Acts of God is excluded.

21.4 – Framework and powder-coating carry a five-year supplier-backed warranty, reduced to two years where products are installed in coastal, poolside or chemically exposed environments, on the following products: Lazio, Veneto, Piemonte, Calabria, Umbria, Campania and Campania Deluxe.

21.5 – All installations include a 12-month post-snagging warranty.

21.6 – Glass components (sliding doors, fixed panels, roof glazing) are covered for 12 months against manufacturing faults. Breakage or scratching occurring after installation, and blemishes or flex within normal trade tolerances, are not covered.

21.7 – Supply-only orders carry no warranty in respect of installation, as installation is not carried out by Fleming Verandas. Manufacturing faults in the goods themselves remain covered.

21.8 – Third-party works, modifications or tampering (including heating, electrical or smart systems) are not covered by this warranty, and Fleming Verandas accepts no responsibility for their performance or integration. Where such work has caused or contributed to a fault, that fault is not covered; unrelated faults remain covered.

21.9 – Fleming Verandas accepts no liability for groundworks or foundations carried out by third parties. Where installation takes place on third-party foundations, evidence of structural adequacy may be requested. Slight movement or settlement post-installation is considered normal and not covered.

21.10 – Custom modifications, specialist integrations or buyer-supplied accessories (including heaters, cladding, planters, furniture or lighting not supplied by Fleming Verandas) are outside the scope of warranty unless agreed in writing.

21.11 – Installations near log burners, wood burners or solid-fuel appliances are not covered for damage caused by heat, smoke, fire or flue-related issues. It is the buyer’s responsibility to ensure ventilation and safe clearance.

21.12 – Fleming Verandas accepts no liability for pre-existing structural faults, unstable walls, faulty render or inadequate fixings at the buyer’s property. Cracking, ingress or damage caused by such failures is excluded.

21.13 – Minor settling, creaking or alignment shift within the first 6–12 months post-installation is considered normal and not a defect.

21.14 – Fleming Verandas cannot guarantee performance under extreme or unexpected wind conditions, storms or storm-related uplift. Openable elements (sliding doors, roof vents, awnings) should be secured or retracted during adverse weather.

21.15 – Fire, smoke or heat staining caused by outdoor cooking, barbecues or heating units under or near the structure is excluded.

21.16 – Warranty claims should be submitted in writing with photographic evidence where possible. Fleming Verandas may inspect the installation to determine whether the issue is covered.

22. Planning and Permissions

22.1 – The buyer is responsible for obtaining all planning permissions, consents, approvals, licences and notifications required for the installation of any products supplied. This includes, where applicable, planning permission, lawful development certificates, listed building consent, conservation area consent, approvals under Article 4 directions, and building regulations approval.

22.2 – Planning requirements vary between local authorities. The buyer acknowledges that verandas, glass rooms, canopies and awnings may require planning permission depending on size, height, design, location and proximity to boundaries.

22.3 – Certain properties are subject to additional restrictions, including:

• Listed buildings — any structure attached to or placed against a listed building will normally require both planning permission and listed building consent;
• Conservation areas — external structures may require planning permission even where they would usually fall under permitted development;
• Article 4 areas — permitted development rights may have been removed, meaning formal consent is required.

22.4 – Fleming Verandas does not provide planning advice, does not confirm whether permission is required, and does not contact the local authority on the buyer’s behalf. Any general comments made about planning matters are informal and must not be relied upon.

22.5 – It is the buyer’s responsibility to check all planning requirements directly with the local authority, or to seek independent professional advice. Fleming Verandas may request evidence of permissions but is under no obligation to do so.

22.6 – Where the buyer uses drawings, visuals or measurements supplied by Fleming Verandas in a planning application, the buyer is responsible for ensuring they meet the requirements of the local authority. Fleming Verandas accepts no liability for planning decisions based on such materials.

22.7 – A lawful development certificate is not planning permission and does not guarantee that permission will be granted.

22.8 – Fleming Verandas is not responsible for neighbour consultation processes, objections, disputes or delays arising from the planning application process.

22.9 – The buyer must also obtain any required permission from third parties with an interest in the property, including but not limited to housing associations, local authority landlords, private landlords, freeholders of leasehold properties, and management or estate management companies. Fleming Verandas is not responsible for determining whether such permission is required, or for obtaining it.

22.10 – Fleming Verandas is not liable for any refusal of permission or consent, nor for any enforcement action, delay, cost, loss or requirement to alter or remove the installation resulting from the buyer’s failure to obtain the necessary approvals.

22.11 – Delays in obtaining permission do not extend quotation validity, lead times or installation dates.

22.12 – Where the buyer is unable to obtain a required permission, they should notify Fleming Verandas as soon as possible. A refusal of planning permission after the cancellation period in Clause 20.5 has expired does not automatically entitle the buyer to cancel or claim a refund, but Fleming Verandas will discuss the position with the buyer in good faith and will not seek to recover more than the costs it has actually and reasonably incurred.

23. Health and Safety

23.1 – Fleming Verandas and its contractors will take every reasonable step to ensure the installation work area is safe. However, power tools and electrical, cutting and drilling equipment will be in use. The buyer should remain clear of the installation area at all times to avoid risk of injury.

23.2 – Should the installation team need to vacate the site, the buyer should not enter the working area.

23.3 – Subject to Clause 17.1, Fleming Verandas accepts no responsibility for injury caused to any person who ignores these instructions or any instruction given by the installation team.

23.4 – Delivery of materials will normally occur before the installation date and materials may be on site for a period beforehand. The buyer should keep the storage area clear and secure to avoid accidents or injury.

24. Installation

24.1 – Installation dates, once given, may need to change due to unforeseen circumstances including weather, illness, traffic and transport. Fleming Verandas will give the buyer as much notice as is reasonably possible of any change and will agree a new date with them. Subject to Clause 17, Fleming Verandas is not liable for consequential costs such as loss of earnings arising from a rearranged installation date.

24.2 – Fleming Verandas engages vetted third-party contractors and installation teams who hold the appropriate insurances and experience. Where Fleming Verandas has contracted to install, it remains responsible to the buyer for the installation being carried out with reasonable care and skill, whether or not the work is subcontracted.

24.3 – The buyer is responsible for ensuring the installation area and access to it are clear and safe. This includes live or redundant electrical connections, exposed or buried wiring, gas or water piping, furniture, drainage, planting, wall or floor fittings, and any other obstruction within the installation zone. The buyer should notify Fleming Verandas in writing of anything of this nature before installation begins.

24.4 – Where structural details, site plans or information relating to the installation area are not provided to Fleming Verandas before installation, and that information affects or prevents the installation, any additional scope of works, materials, labour or fabrication required will be quoted to the buyer and carried out only with their agreement in writing, in accordance with Clause 2.3.

24.5 – Installation of these products requires fixing into external brickwork, render, cladding or fascia. Some disturbance to those surfaces at the fixing points is an unavoidable part of the process and is not a defect. Subject to Clause 17, Fleming Verandas is not liable for damage arising from pre-existing defects in those surfaces. Where damage is caused by Fleming Verandas’ negligence, Fleming Verandas remains liable for it.

24.6 – It is the buyer’s responsibility to engage an independent third-party contractor to make the final electrical connection for any product requiring one. Fleming Verandas recommends engaging a NAPIT-approved or equivalently accredited contractor. Electrical connections fall outside Fleming Verandas’ scope of works and will not be carried out under any circumstances. Any issues arising from that contractor’s work are covered by that contractor’s own warranty and insurance, not by Fleming Verandas.

25. Complaint Procedure

25.1 – To raise a complaint or dispute, whether during or after installation, please contact us in writing at Fleming Verandas, Creative Industries Centre, Wolverhampton Science Park, WV10 9TG, by telephone on 01902 212 331, or by email to [email protected].

25.2 – On confirmed receipt of your correspondence we will acknowledge your complaint by email and follow up by telephone.

25.3 – We aim to resolve all complaints within 28 days of receipt. Where that is not possible, our aftersales team or your account manager will tell you what the next steps are, our estimated timescales, and what we plan to do to resolve the matter.

25.4 – Where you accept a proposed resolution — whether remedial works, a monetary sum, a goodwill gesture or otherwise — that resolution is intended to settle the complaint. Accepting a resolution does not affect your statutory rights in respect of any separate or subsequent issue.

25.5 – We hold an Alternative Dispute Resolution facility for our domestic installation, service, repair and maintenance contracts through our Which? Trusted Traders endorsement. If we cannot resolve your complaint to your satisfaction and both parties agree that deadlock has been reached, you may refer your complaint to Which? Trusted Traders’ ADR service on 029 2267 0040.

25.6 – Complaints relating to a finance or credit application are dealt with under Clause 27.

26. Finance Facility

26.1 – Fleming Verandas UK Ltd is authorised and regulated by the Financial Conduct Authority (FRN 995953). We act as a credit broker, not a lender, and offer finance from a panel of lenders.

26.2 – We work with a panel of lenders to offer finance products based on the buyer’s individual circumstances. We do not provide loans or financing directly, and we cannot guarantee that a lender will approve an application. The decision to offer finance, and the terms on which it is offered, rests solely with the lender.

26.3 – Applications are made online through the lender’s portal. The application is sent to the buyer’s nominated email address once they have decided to proceed with a purchase. The buyer is responsible for completing the application and for contacting the lender with any questions. We cannot complete the application on the buyer’s behalf or act as intermediary in any agreement between the buyer and the lender.

26.4 – To enable the application and the credit brokering process, we share relevant personal and financial information with the potential lender. This includes the buyer’s title, forename, surname, nominated email address, the deposit amount and the requested amount of finance. We handle all personal information in accordance with our privacy policy and applicable data protection law.

26.5 – The credit options available depend on the buyer’s credit status, income and other financial circumstances. Each lender applies its own criteria and may request further information. Fleming Verandas has no influence over those criteria or any decision made. It is the buyer’s responsibility to ensure the information provided to the lender is complete and accurate.

26.6 – Fleming Verandas does not provide financial advice. We encourage all buyers to consider seeking independent financial advice before entering into a credit agreement. Nothing we say should be treated as financial advice.

26.7 – Commission. We do not receive commission or any other payment from the lender when a finance application is successful. For some finance products we pay the lender a percentage of the amount financed, effectively subsidising the cost of the product to the buyer; other products are cost-neutral to us. These arrangements do not affect the terms of any credit agreement the buyer enters into, or the lender’s decision to offer a particular product. Further detail is available on request.

27. Finance Related Complaints Procedure

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can put it right.

We want to make it easy for you to tell us what went wrong, give your complaint the attention it deserves, resolve it without delay, and provide you with the right outcome.

How and where to complain

• In person — call into our office at the address below. We are open Monday to Friday, 9am to 5pm, excluding bank and national holidays.
• In writing — Fleming Verandas UK Ltd, Creative Industries Centre, Wolverhampton Science Park, Wolverhampton, WV10 9TG.
• By telephone — 01902 212 331 during office hours; ask for the Customer Services Department.
• By email — [email protected]

How long will it take?

• If we can resolve your complaint within 3 business days, we will issue a summary resolution letter setting out our resolution and advising you of your right to refer the complaint to the Financial Ombudsman Service.
• If we cannot resolve it within 3 business days, we will send you an acknowledgement letter within 5 business days, together with a copy of this procedure.
• We will tell you on each communication when you can next expect to hear from us.
• If after 4 weeks we are still not in a position to resolve your complaint, we will send you a 4-week holding letter explaining why.
• We aim to resolve all complaints within 8 weeks at the latest.
• If we cannot resolve your complaint within 8 weeks, we will remind you of your right to refer it to the Financial Ombudsman Service.
• Where a third party is solely responsible for your complaint, we will refer it to them within 5 business days and write to tell you we have done so.
• Where a third party is jointly responsible, we will refer it to them within 5 business days, write to tell you, and investigate the elements relating to us as normal.
• All complaints received and resolved are recorded so that we can identify trends and improve.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will write to you explaining the reasons for the delay and indicating when we expect to provide our final response.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, after receiving our final response letter, or once eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service Exchange Tower, London, E14 9SR Telephone: 0800 023 4567 Email: [email protected] Website: www.financial-ombudsman.org.uk

Version vSep2026. Last updated 4 September 2026.